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user_v1hjom
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3 Messages

Tuesday, February 25th, 2025 12:44 AM

No dial tone on home phones since new modem installed.

We installed the new modem about a week ago, TV and internet are working, we noticed we had no dial tone a few days later.  We have tried all the troubleshooting steps identified in the support help loop, but still no dial tone.  

I didn't see any responses that could help, in any of the others who posted the same question that could help me, so I'm asking the question as directly as I can.  What do I need to do to fix this?

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8 hours ago

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XfinityMarcos

Official Employee

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2.2K Messages

15 days ago

Hello user_v1hjom, thank you for sharing some time on our Forum and giving me a chance to help with your dial tone issue. I can see how that would be a problem for you, so let's roll up our sleeves and get this figured out. I did have a few clarifying questions to help us get started in the right direction. Are you using your own modem or a Xfinity gateway? Also, did you install the new device in the same outlet as the original? I do see that you send a DM, and we can continue there once needed. As a friendly reminder for next time, please hold off on sending a DM until being requested by an official employee. Sending an unsolicited DM is a violation of our Forum Guidelines.

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user_v1hjom

3 Messages

We are using the newly delivered Xfinity gateway, and yes it was installed in the same outlet as the original one was.  
I apologize for sending the DM, but I had not seen a response to this post after 2 days, so thought that was the route I was supposed to take.

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15 days ago

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XfinityDemitrius

Official Employee

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1.6K Messages

Thank you for the information @user_v1hjom. The Xfinity Voice service sounds like it needs to be provisioned and activated on the new device if no dial tone is being received and a new modem was shipped.

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help and get everything up and running for you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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15 days ago

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user_v1hjom

3 Messages

@XfinityDemitrius​ 

We were able to get instructions from another source and now have a dial tone.  it seems like even though it appeared we had completed set up of the new modem there was still another step needed, to complete the setup of the phone.  We have done that step now and all appears to be working.  

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2 days ago

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XfinityMarcos

Official Employee

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2.2K Messages

 

user_v1hjom, That's great news to hear! Thank you for taking the time to circle back to our community to provide that update. Was the step you took something that was on your end or something that needed to be done on the back end? Also, are you able to confirm you're able to make and receive calls now? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 hours ago

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user_8ksy9c

1 Message

8 days ago

Went through same.  Support no help.    Try plugging in phone to phone plug 1 back of modem check for dial tone ? If no dial tone xfinity must turn on your phone #- line. Modem powers up phone system. Talk or text with live person and tell them no dial tone coming out of modem . Tell them to Please fix from there end.

I know its frustrating , but that’s what I to do after 3 days of trying. Fixed.

If you have dial tone coming out of modem it’s house wiring or phones. Please check.

Bob

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XfinityJustinC

Official Employee

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1K Messages

@user_8ksy9c​ thank you for taking time to provide helpful feedback on this post. You're correct if the modem is getting a signal through the phone 1 or 2 port, but not a wall jack it is most likely due to wiring or the jack not active. 

If there is no dial tone from the modem, from most instances I've seen the phone number hasn't been fully provisioned and we can help provision. When completing troubleshooting, if issues still persist, we can check next best step (creating a ticket for advanced repair, tech visit etc). 

We appreciate you being an active Xfinity Forums community member and willing to help others. If you ever need support here, you can create a post and wait for an employee to follow up with you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 days ago

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